Gorgias Updates

www.gorgias.com

Customizing AI Agent handover experience on Chat

by Miloš Danilović

We’re excited to introduce new customization options for your AI Agent’s chat handover process! Based on feedback, we’ve made it easier for you to tailor how conversations transition between AI and human support. With this update, you can

Customizing AI Agent handover experience on Chat

Improved AI Agent settings: Easier to manage, easier to grow

by Jordan Miller, Product Marketing Manager - Automate

Brands like yours are doing incredible things with AI Agent. In less than a year, over 2,000 brands have started using it to automate support, reduce resolution times, and deliver faster replies to customers. Starting today, you’ll notice

Improved AI Agent settings: Easier to manage, easier to grow

✨ Unassign Chat Tickets When Agents Are Unavailable! ✨

by Gorgias Agent Experience Team

We’ve got an exciting update to help keep your chat workflow seamless and responsive. Our brand-new “Unassign chat tickets when the assigned agent is unavailable” option is here! What you need to know New setting option: A simple checkbox

Enhanced Tracking of Unanswered Calls

by Matteo Silvestro

We are excited to share the launch of a new feature designed to help you track your unanswered inbound calls with more clarity and precision than ever before! With this update, you’ll be able to easily differentiate between missed,

⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

by Charles Jacquet, Senior PM

CSAT Reporting 2.0: Enhanced Customer Satisfaction Insights We're excited to introduce a major upgrade to our CSAT reporting capabilities, bringing you deeper insights and industry-standard metrics to better understand and improve customer

⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

Streamline and customize reporting with Dashboards!

by Jordan Miller, Product Marketing Manager - Automate

As a CX leader, you regularly pull reports on support KPIs, agent performance, and trends. These metrics have existed in Gorgias — but pulling them for weekly reporting used to mean jumping between multiple reports, reapplying filters each

Streamline and customize reporting with Dashboards!

AI Agent resolves even more inquiries: it replies now after Flows

by Diana Khramina, Product Marketing Manager

AI Agent now helps resolve even more customer inquiries on its own. At the end of a Flow, if your customers indicate that they need more help, AI Agent will continue the conversation, answering follow-up questions based on available

Improved handover experience for tickets coming from Flows (Help Center and Contact Form) 💪

We’re excited to announce a quality-of-life of improvement to both customers and agents using Automate Flows 🙌 For customers going through a Flow who end up requesting further support, this is what the experience looked like

Gorgias chat on Shopify checkout and thank you pages!

by Miloš Danilović

About 70% of online shopping carts are abandoned. That means out of every 100 potential customers, around 70 won’t finalize their purchase. Just imagine how much more you’d earn if those potential buyers stuck around. This is why we’re

Gorgias chat on Shopify checkout and thank you pages!

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